Hainan Airlines

✅ Trip Verified | Xian to Beijing. The inflight service is ok, but the planes are looking worn. Checking in online simply don't work (that's not very 5 star) but on my first flight, I checked on via the kiosk and everything worked, it took more than a few tries though. On my second flight, the kiosk wouldn't work, so I went to the counter. This was a connecting flight, but the gate agent said she was unable to print a connecting boarding pass. Then she decided she couldn't check my bags through either. She said it wasn't possible. I now had to collect my bag and recheck it. After a 30 minute delay I collect my bag, and proceed to a kiosk to pick up my next boarding pass. I then wait 35 minutes in line to get to the ticket counter only to be told that they couldn't issue a boarding pass there for a "flight they weren't trained on". The staff at Beijing are apparently poorly trained contractors. So, I spent the next five hours in a windowless hall. In Beijing you clear customs, then check in, so you're kind of stuck, with no services, waiting for someone who felt like operating the printer to get a boarding pass. I'll give them plenty of credit for their lounge in Beijing--aside from the weirdly uncomfortable chairs, the staff and food selection was the best in the business.

✅ Trip Verified | Beijing to Melbourne via Haikou. Wonderful 5-star experience travelling with family and young children. Check-in at Beijing airport was smooth and quick, and the through check-in facility for our luggage to Melbourne was a nice surprise. Domestic 3-hour flight on Boeing 787 from Beijing to Haikou exceeded expectations with on-time departure, spacious seats, full in-flight entertainment, tasty full-service lunch served (including children's meal), and early arrival at Haikou. Through check-in allowed us to transfer easily to international terminal. International flight on A330 from Haikou to Melbourne was also great - with friendly cabin crew, full dinner and breakfast served, and on-time arrival. Thank You Hainan Airlines for this wonderful travel experience!

✅ Trip Verified | Beijing to Boston. Their flight attendants are very nice. they kept the airplane super clean, they clean the rest room when people use it. They offer snacks to us frequently and didn't disturb others.

✅ Trip Verified | Chengdu to Los Angeles. I really enjoyed my flight. The plane is very new and well equipped. The entertainment system has latest Hollywood movies as well as China/Asian/European movies. The seat is very comfortable and noise level in the cabin is fairly low. The food served was delicious and the red wine beyond my expectation. The flight attendants were very nice, professional and caring. Gentlemen were very sharp and ladies were very elegant. The flight attendant served with great smile and took care of needs, constantly walked around the cabin checking passengers’ needs. I highly recommend Hainan Airlines.

✅ Trip Verified | Xi'an to Los Angeles. The flight was great with outstanding in-flight service and cabin crew. In addition, they helped me fill out my flight log which I was strongly appreciated. The food was tasty and decent. Can't wait to fly with HNA in the near future.

✅ Trip Verified | Chengdu to Los Angeles on Aug 25, 2019. Extremely happy with the cabin crew. Very nice and caring. Excellent service overall. Would definitely recommend my friends (if not fly again myself).

✅ Trip Verified | The flight was great, I am impressed with the service on the aircraft. The cabin crews are more professional. As usual, they could help me fill in the flight logs. However, the sandwiches and salad provided this time is not good as usual this time. There were some chicken but with little lettuce or salad dressing. Hope to have some improvements on the meals. It would be better for the passengers to choose salads and desserts on their own, not only the main meals.

Not Verified | Beijing to Prague. The best airline. Staff was very friendly and polite. Nice safety video. Beverages before takeoff. Food was very tasty. Legroom is big, you can transform your seat into bed. Plane wasn’t very old (just 6 years old)

✅ Trip Verified | This flight from Shenzhen to Brisbane was the last of four flights we took with Hainan Airlines on our round trip from Australia to China. The first three flights were all in Economy class. While the flights were all fairly good, we didn’t feel the food and service to be quite up to the standard of other carriers that we’ve used. But our main issue was that after we had boarded and were seated in Economy prior to departure on the Shenzhen to Brisbane flight, which was a night flight, there was an announcement asking any passengers who wished to upgrade to Business class to contact one of the flight attendants. As we were both fairly tired and the Economy section of the airplane was almost full, we thought we might treat ourselves to an upgrade if the cost was reasonable. So I approached one of the flight attendants to find out what the cost of upgrading would be, and she asked to see our boarding passes to check what our fare class was. After a short while, she came back with one of her colleagues and said that it would cost 5,000 CNY (Chinese Yuan) each to upgrade. Just to make sure that there was no misunderstanding, I wrote down “10,000 ¥” on a piece of paper and asked them if that was the total cost for my wife and myself and they said “Yes.” So we decided to go ahead with the upgrade and we were moved to Business class which was less than half full. However, when we were about to pay by credit card we were told that the cost of upgrading would be 6,800 CNY each. When we told them we had been quoted 5,000 CNY each before we moved, they said that would have only been the case if we had been on a higher fare class. In other words, we had been given incorrect information earlier, but the flight attendants were not prepared to say that someone had made a mistake. At that stage, the flight was about to take off and we didn’t particularly feel like going all the way back to our original seats so we decided to stay in Business class, pay the full amount and to make a complaint to the airline when we got back to Australia. Business class was very comfortable and we both slept well on the way to Brisbane. Also, the flight attendant who was looking after us was very attentive to our needs. After we arrived back home we emailed Hainan Airlines asking for a refund of 3,600 CNY. They apologized for their mistake but refused to provide any compensation. I’m rating our flight experience at only 5 out of 10, primarily because of the way we were misled.

✅ Trip Verified | Chongqing to New York. When I booked the flight it was the new reverse herringbone business class configuration, but unfortunately the aircraft was changed in the last day to a 2-2-2 configuration, which I didn't like it much. The aircraft was full, the crew maintained a very high level of service. It's the longest route of Hainan, after the dinner service and few hours of sleeping, everyone woke up and started to ask for dining. There were few seats in business class had problems with the USB charger, another few in economy had problems with the entertainment system. Cabin crew explained and tried to make it up to those passengers. I had a satisfied flight in the end. Really appreciate the effort of all flight attendants onboard.